Routing of calls based on analysis of digital voice data in a data-communications server system
US10735592B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 28, 2019 |
| Grant date | Aug 4, 2020 |
| Priority date | — |
| Expiry date | Feb 28, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/406
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Certain aspects of the disclosure are directed to apparatuses and methods involving a data-communication apparatus that includes a data-communications server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry accesses an archive of digital voice data indicative of transcribed audio conversations for at least one of the plurality of remotely-situated client entities, calendar information, and a client data-communications server for geographic information of the agents and system parameters. The processing circuitry analyzes the digital voice data associated with the agents, the calendar information, and the system parameters to predict a call answer rate for agents of a geographic region of the at least one remotely-situated client entity for a period of time and reroutes incoming calls based on the predicted call answer rate.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.